System Recovery Plan
Phase 3
System Recovery Plan - Confidential
12-Jan-06
Table of Contents
1.0 Introduction
2.0 Purpose
3.0 Scope
4.0 Assumptions
5.0 Critical Services
6.0 Roles and Responsibilities
6.1 Recovery Management Team
6.2 Facilities Recovery Team
6.3 Server Recovery Team
6.4 Desktop Services Recovery Team
6.5 Network and Telephone Systems Recovery Team
7.0 Plan Activation
7.1 Conditions for Plan Activation
7.2 Activation Flow
8.0 Tasks List
8.1 Initiation
8.2 Initial Response Activities - IT Personnel
8.3 Assessment - Recovery Management Team
8.4 Facilities Recovery Team
8.5 Server Recovery Team
8.6 Desktop Services Recovery Team
8.7 Network and Telephone Systems Recovery Team
9.0 Service Agreements
10.0 Vital Resources
11.0 Distribution List SRP Implementation Plan
12.0 SRP Implementation Plan
13.0 SRP Test Plan
14.0 SRP Maintenance Plan
System Recovery Plan
Page: 2
12-Jan-06
Appendices
Appendix A – Recovery Priority
Appendix B – Recovery Team Contact Information
Appendix C – Incident Response Form
Appendix D – Service Agreements
System Recovery Plan
Page: 3
12-Jan-06
1.0 Introduction
In preparation for a disaster response the Department of Information Technology has
completed an assessment of risk to information and telecommunications systems and has
undertaken an action plan to mitigate these risks.
The intent of this document is to provide direction using a planned response to any event
(fire, flood, power outage, etc) which results in the prolonged disruption of multiple
systems (information, telecommunication and office systems providing critical services to
students and staff) or to respond to the failure of a single system who’s expected recovery
time will be longer than the recovery time model the system is currently funded for.
Process
Deliverables
Phase 1
Risk Assessment and
Recommendations
Report
Risk Assessment
Phase 2
Risk Mitigation
Plan
Risk Mitigation
Planning
Annual
Review
Phase 3
System Recovery
Planning
System Recovery Plan
Page: 4
System
Recovery Plan
12-Jan-06
2.0 Purpose
The purpose of the IT System Recovery Plan (SRP) is to establish procedures to recover
information and telecommunications systems following a disruption.
The following are objectives of this plan:
• Maximize the effectiveness of recovery operations using a three-phase response to
a disruption:
- Notification /Assessment/Activation phase: detect and assess damage and
activate plan appropriately.
- Recovery Phase: restore alternate or temporary services and rebuild
original systems.
- Completion Phase: restore IT systems and services to normal operations
and conduct incident assessment.
• Identify the activities, resources and procedures required to affect a recovery.
• Define roles and assign responsibilities to IT and other University personnel who
will lead recovery activities.
• Ensure timely co-ordination and communication with other departments and
external agencies.
3.0 Scope
The scope of this plan includes information and telecommunication systems which are
essential to the operation of the Institution. This plan will outline procedures to recover
services in the following areas:
•
•
•
•
•
Data Centre(s), Telecommunications and Network Facilities.
Computer Systems (hardware and software) supporting business applications,
academic program delivery and the Library System.
Network Equipment & Cabling.
Telephone Equipment & Wiring.
End user hardware supporting critical business systems and academic areas.
4.0 Assumptions
• Steps are being undertaken to fund and implement strategies to reduce risks in
accordance with the University’s Risk Mitigation Plan (Phase 2).
• Key IT Personnel have been identified and trained in their emergency response
and recovery roles and are available to activate the Systems Recovery Plan.
• An Asset and Services Database has been developed that contains all necessary
information to facilitate systems recovery including desired recovery times and
funded recovery times.
• All service agreements required to facilitate system recovery will be honoured.
• The SRP is a living document which will continue to be improved and updated,
along the resources which are in support of this plan.
System Recovery Plan
Page: 5
12-Jan-06
5.0 Critical Services
Applications and Services will be restored to operation in the order listed in Appendix A.
The rationale for the priority is based on:
1. The Risk Assessment and Recommendation Report (Phase 1) which identified
critical systems and services and their desired recovery times.
2. The current funding levels for specific services (as documented in the Asset and
Services Database).
3. The dependencies systems have on each other in order to function.
4. Reliance on communication systems.
5. The requirement to deliver essential services to students first.
Equipment and resources will be allocated based on these priorities. Recovery priority
could be affected based on the time of the year when these disruptions occur.
6.0 Roles and Responsibilities
General roles and responsibilities for teams involved in systems recovery are defined
below. Specific tasks for each team related to recovery in the event of an incident are
listed in section 8.0. Individuals currently filling these positions, along with their
contact information, can be found in Appendix B.
6.1 Recovery Management Team
Team Leader – Director
Backup Team Leader – Assoc Director
Team Members:
Associate Director
Facilities Manager
Telecom Manager
Internet Services Manager
Data Services Manager
Responsibilities:
This team is responsible for the overall coordination of responses to all
emergencies affecting information and telecommunication systems.
• Readiness Responsibilities
o Support related training
o Test and update System Recovery Plan.
o Manage Assets and Services Database
o Conduct an annual review of the Systems Recovery Plan along
with a reassessment of risks and an update of the Risk Mitigation
Plan.
o Market IT Systems Recovery Plan to campus.
•
System Recovery Plan
Recovery Responsibilities
Page: 6
12-Jan-06
o Assess severity of service interruption and declare disaster if
warranted.
o Initiate action by appropriate recovery team(s).
o Manage communications amongst recovery teams.
o Manage communications to Campus.
o Co-ordinate resources and financial requirements needed to effect
recovery.
o Declare return to service under temporary operations.
o Declare return to service under normal operations
o Assess recovery process after return to normal operation.
o Implements updates or improvements to SRP
6.2 Facilities Recovery Team
Team Leader – Telecom Manager
Backup Team Leader – Facilities Manager
Team Members:
Facilities Manager
Network Analyst
Telecom Electrician
Telecom Technician
Physical Plant Person(s)
Responsibilities
This team is responsible for responding to emergencies which physically
impact the computer rooms, network and telephone equipment rooms, cabling
and wiring infrastructure, ancillary equipment such as UPS and airconditioning, servers and network devices. The focus of this recovery team is
to provide the facilities and devices necessary to restore services that have
been disrupted.
• Readiness Responsibilities
o Review backup power and cooling capabilities.
o Ensure related contracts are in place.
o Ensure network & wiring diagrams are up-to-date and a printed
copy is available.
o Ensure information from Physical Plant is available as needed.
o Conduct annual review of IT facilities with regard to power,
cooling, security, fire detection and suppression and water
detection.
o Ensure that Asset and Services Management Database (ASMD) is
up to date and a copy is available.
o Document power management grid layout for data centre.
o Insure an appropriate level of spares is in place.
•
Recovery Responsibilities
o Perform assessment and recovery tasks as outlined in section 8.4.
o Proactively communicate to Recovery Management Team.
System Recovery Plan
Page: 7
12-Jan-06
6.3 Server Recovery Team
Team Leader – Internet Services Manager
Backup Team Leader – Data Services Manager
Team Members:
Data Services Manager
Facilities Manager
System Support Specialist
System Support Specialist
System Support Specialist
System Support Specialist
Responsibilities
This team is responsible for response and resolution of all emergencies
affecting the server hardware, operating system and applications as identified
in the asset and service management database. Examples of these services
include Email, Banner, WebCT.
• Readiness Responsibilities
o Ensure operating system, data and application files are backed up.
o Conduct periodic test to ensure backup and recovery procedures
are current and tested.
o Ensure currency of configuration parameters, procedures, tools,
and processes for re-build of services.
o Ensure that service contracts are up-to-date.
o Train backup personnel in rebuild procedures.
o Keep Assets and Services Management Database up to date as
systems are added, changed or removed.
•
Recovery Responsibilities
o Perform assessment and recovery tasks as outlined in section 8.5.
o Proactively communicate to Recovery Management Team.
6.4 Desktop Services Recovery Team
Team Leader – Assoc Director
Backup Team Leader – Facilities Manager
Team Members:
Lab Supervisor
Desktop Team Lead
Help Desk Team Lead
Responsibilities
This team is responsible for response and resolution of all emergencies
affecting all desktops except where units have their own desktop support staff.
Information Technology will work with any such units to assist them with
their own system recovery plan.
•
Readiness Responsibilities
o Identify source of replacement desktops.
o Keep inventory of assets up to date.
System Recovery Plan
Page: 8
12-Jan-06
o Ensure ghost images of default configurations are in place.
•
.
Recovery Responsibilities
o Perform assessment and recovery tasks as outlined in section 8.6.
o Proactively communicate to Recovery Management Team.
6.5 Network and Telephone Systems Recovery Team
Team Leader – Telecom Manager
Backup Team Leader – Internet Services Manager
Team Members:
Network Analysis
Telecom Electrician
Telecom Technician
Responsibilities
This team is responsible for response and resolution of all emergencies
affecting network and telephone equipment, and cabling. Networks include
Corporate Network, Residence Network, Supernet, Netera, and LAnet,
routers, switches, firewalls.
• Readiness Responsibilities
o Ensure telephone switch data is backed up and available to
recovery team.
o Keep inventory of network and telephone assets up to date.
o Document configuration data and rebuild instructions.
o Maintain and update network diagrams.
o Update service and asset management database related to network
functions.
o Review network security (operating and physical).
o Ensure that service contracts are up-to-date.
o Ensure backup personnel are trained in recovery procedures.
• Recovery Responsibilities
o Perform assessment and recovery tasks as outlined in section 8.7.
o Proactively communicate to Recovery Management Team.
System Recovery Plan
Page: 9
12-Jan-06
7.0 Plan Activation
The activation of this plan will be in response to any event which may result in prolonged
disruption of information technology or telecommunications systems. The activation of
this plan will be co-ordinated with any general response to disaster conditions that may
impact the University.
In an emergency, the first priority of the University is to ensure the safety of its
students and staff.
7.1 Conditions for Plan Activation (a significant event may have occurred)
The plan will be activated if any of the following conditions impact critical
academic and business services beyond acceptable tolerances (reference section 3
of the Assessment of Risk Document).
• Any physical or environmental incident which will disrupt IT services to
departments within the University.
• Any physical or environmental condition which may result in the whole or
partial evacuation of the University.
• Any technical problem which will cause service interruption for an
unacceptable period of time.
• Any external systems or service outage which will cause service interruption
for an unacceptable period of time.
• Other emergencies which are determined to cause service interruptions that
will impact operations beyond acceptable limits.
Characteristics which indicate the activation of the plan is necessary include:
• Local expertise is not available to resolve issues.
• Problem resolution time can not be forecast.
• Resolution is beyond acceptable time limits.
• Nature of problem is unknown.
• Incident involves multiple servers and systems.
System Recovery Plan
Page: 10
12-Jan-06
7.2 Activation Flow
Significant Event Occurs
NO
IT Director is contacted and determines if
Recovery Management Team is to be assembled
YES
Notification Phase
IT Director
•
Notifies Vice President, Administration (as
required)
•
Initiates System Recovery Plan
•
Activates Recovery Management Team
Recovery Team Member(s) Contacted
YES
Initial assessment complete and IT Director
advised
Does Recovery Management Team need to be
assembled?
NO
Assessment Phase
•
•
•
•
•
Activation Phase
Initial assessment of event
Appropriate team(s) assembled
Response strategy selected
Initial Resource Requirements Identified
Initial assessment complete
Will incident result in unacceptable interruption to
business services?
YES
Advise:
•
Vice President of
Administration
•
Directors and Deans
•
Campus Community
Recovery Phase
•
•
•
•
•
Recovery Team(s) take action to restore
services on temporary basis
Plan for restoration of normal services
developed
Equipment, outside services and other
resources assembled
Restoration plan implemented
Return to normal Operations
NO
Incident does not
constitute emergency,
restore and/or return to
normal operations.
Communicate status to
service points.
Completion Phase
•
•
Emergency and response evaluated, lessons
learned
Report to President and Executive Offices
System Recovery Plan
END
Page: 11
12-Jan-06
8.0 Action Plan Task List
8.1 Initiation
The following tasks are to be performed by the designated response teams in
the event that the System Recovery Plan has been activated as a result of a
significant event impacting the delivery of IT services. The overall
responsibility for co-ordination belongs to the Recovery Management Team.
8.2 Initial Response Activities - IT Personnel and University staff with IT
responsibilities
Tasks
Reference
1 Determine if situation is life threatening - if so
Security
contact Campus Security, ph 329-2345. (Notify Emergency
Recovery Team Manager as soon as possible.)
Response Plan
(this plan is approved
and is being
distributed to all
Deans and Directors)
2
3
If situation is not life threatening but involves
potential damage to Information or
Telecommunications systems notify Recovery
Team Manager as soon as possible.
Secure affected area, system or network.
8.3 Assessment – Recovery Management Team
Tasks
1
Assemble Recovery Management Team
2
Define emergency
3
Identify possible response strategies
4
Select initial strategy
5
Evaluate assessment of emergency – Does
emergency exist?
6
Assign documentation and communications
responsibilities
7
Select Response Team(s)
8
Communicate to Executive and campus
community
9
Activate Response Team(s)
10 Monitor response effectiveness
11 Facilitate resource requirements for selected
team(s)
12 Declare return of service under temporary
operation
13 Declare return of service under normal
operation.
14 Conduct review of incident & response.
System Recovery Plan
Page: 12
Reference
Appendix B
See section 7.2
Yes/No flow
Appendix C
Appendix B
Appendix C
12-Jan-06
8.4 Facilities Recovery Team – Recovery Tasks
1
2
3
4
5
6
7
8
9
10
11
13
14
15
System Recovery Plan
Tasks
Assign team responsibilities for documenting
actions taken and communications.
Conduct detailed assessment of damage to
facilities.
Advise recovery management team
regarding assessment. (Note: Insurance
coverage may be triggered.)
Determine if service can be restored in
existing location or must move to alternate
site.
If primary facility requires relocation,
prepare alternate site(s).
Develop detailed list of replacement
resources and equipment, to re-establish
facilities.
Install appropriate electrical, security, air
conditioning and network connections.
Communicate status and requirements to
Recovery Management Team. Continue
communications when and as required.
Establish temporary (reduced capacity)
operating facility if necessary.
Report temporary facility has been
established.
Maintain temporary operations until
primary equipment and location has been
restored.
Restore operating facility to normal
operation (full capacity).
Report normal facility operation has been
established.
Finalize Incident Response Form and review
with Recovery Management Team.
Page: 13
Reference
Appendix C
Appendix D
Agreement to use
LCC as temporary
site in the event of a
disaster.
Appendix C
12-Jan-06
8.5 Server Recovery Team – Recovery Tasks
Tasks
Assign team responsibilities for documenting
actions taken and communications.
2 Conduct detailed assessment of available
servers and resources (capacity).
3 Determine which services will be restored
based on priority list. Determine whether
services are to be restored to a temporary or
normal operating environment.
4 Advise recovery management team
regarding status.
5 Restore service environment (temporary or
normal).
6 Conduct preliminary testing.
7 Coordinate return to service with client
departments. If temporary environment
communicate level of functionality available
to clients.
8 Declare service status as temporary or
normal.
9 Report temporary environment has
established
10 Maintain temporary operations until
primary services have been restored.
11 Declare normal service environment has
been established.
12 Finalize Incident Response Form and review
with Recovery Management Team.
1
System Recovery Plan
Page: 14
Reference
Appendix C
Appendix A
Appendix C
12-Jan-06
8.6 Desktops Services Recovery Team – Recovery Tasks
1
2
3
4
5
6
7
8
9
System Recovery Plan
Task – Desktop Emergency
Assign responsibility for documenting
actions taken & vendor responses.
Conduct assessment of damage to critical
desktop facility.
Develop detailed list of replacement
equipment. Acquire replacement desktops
as needed.
Communicate status and requirements to
Recovery Management Team. Continue
communications when and as required.
If original site requires relocation, prepare
alternate site location and install
replacement equipment and network
connections. Maintain temporary operations
until original location has been restored.
If operations can be maintained at original
site, provide temporary equipment to restore
site to operational functionality.
Repair or replace original equipment.
Return to normal operations.
Finalize Incident Response Form and review
with Recovery Management Team.
Page: 15
Reference
Appendix C
Asset Inventory
(detailed asset list is
currently being
developed)
Spare Parts
Inventory; Ghost
images (a file that
allows you to recover
a computer as it was
originally configured)
Spare Parts
Inventory; Ghost
images.
Appendix C
12-Jan-06
8.7 Network and Telephone Systems Recovery Team – Recovery Tasks
Tasks – Network
Assign responsibility for documenting
actions taken & vendor responses.
2 Conduct assessment of damage to network
equipment and cable.
3 Develop detailed list of equipment and
resources required to restore network
services to normal and/or temporary
operation.
4 Communicate requirements to Recovery
Management Team.
5 Conduct preliminary testing.
6 Restore service environment (temporary or
normal).
7 Declare service status as temporary or
normal.
8 Advise campus community on service status
and capacity.
9 Maintain temporary operations until
primary services have been restored.
10 Declare normal service environment has
been established.
11 Finalize Incident Response Form and review
with Recovery Management Team.
1
System Recovery Plan
Page: 16
Reference
Appendix C
Network
Diagrams
Appendix C
12-Jan-06
9.0 Service Agreements
Service agreement information may be required to support recovery efforts. A list of the
services agreements are contained in Appendix D. Hard copies of these agreements are
stored in a filing cabinet located in the IT Reception area located in University Hall
D570.
10.0
Vital Resources
The following resources are key references to support recovery activities. Each
technology area will have a current set of paper and/or electronic documents as
appropriate which are vital to the recovery process.
10.1
Data and Internet Services
The University of Lethbridge is developing an Assets and Services
Management Database. This database will contain all information to
support recovery of services in the data centre.
Information regarding Assets will include
•
Hardware identification (tag, serial number, make, model, etc)
•
Hardware configuration (processor, memory, storage, I/O interfaces)
•
Warranties and service agreements for related hardware
•
Network host name(s), IP addresses
•
Other information necessary to restore functionality provided by one
or more equipment components.
Information regarding Services will include
•
Service and sub-service names (e.g. the ‘email’ service has subservices for incoming mail, outgoing mail and virus detection).
•
Description of each service and sub-services
•
Related vendor information (whether open source or Tier 1).
•
Dependencies upon other services (e.g. LDAP requires DNS)
•
Fail over information (whether automatic or manual) (i.e. where a
second system is on hot standby should the primary system not be
available)
•
Start up and shut down procedures
•
Instructions for rebuilding each service once suitable hardware is
available
•
Designation of primary and secondary support personnel with contact
information
The Assets and Services Management Database will be developed in
Microsoft Access and will reside on a network file share, to which IT staff
have access privileges. CD-ROM backup copies of the ASM Database
will be created periodically. As well, all information contained in the
ASM Database will be printed on paper and copied to CD-ROM in report
format. Current copies of CD-ROM and paper printed reports will be
System Recovery Plan
Page: 17
12-Jan-06
stored in each of two fire safes utilized by the Department of Information
Technology.
10.2
10.3
10.4
Desktop Services
Document/Resource Name
Build Instructions and Images
PC inventory
Image /files /profiles recovery
Asset inventory
Printer inventory
Location
D441
Vendor
Backup tapes
FMS
FMS
Network Services
Document/Resource Name
Firewall configuration backup
Network Diagram
Core Switch configuration
Limited spares
Inventory
Complete Sparing all Equipment
Router configuration
Location
D564 / B429
D564 / B429
D564 / B429
D546 / SB5
Asset management
Vendor
D564 / B429
Telephone Services
Document/Resource Name
Configuration Backup
Voice Mail Backup
Call Processing system
Limited spares
Inventory
Complete Sparing / Reconstruction
Location
B429 / D570
B429 / D570
B429 / D570
SB5
Asset management
Vendor
System Recovery Plan
Page: 18
12-Jan-06
11.0
Document Distribution List
An electronic media copy of this document is stored in the fire proof vaults
located in each computer room.
A PDF copy is available on IT share point server.
Hardcopies of the System Recovery Plan have been distributed to:
•
Vice-President (Finance & Administration)
•
Director Information Technology (copy at office and home)
•
Associate Director Information Technology (copy at office and home)
•
Manager Facilities Information Technology (copy at office and home)
•
Director Physical Plant
•
Fire Vault
12.0
SRP Deployment
The initial release of the University’s System Recovery Plan defines
responsibilities and provides a structure for preparing and responding to incidents
which affect the delivery of IT Services. The plan will continue to evolve as it is
tested and as content to support recovery is added.
•
•
•
•
•
•
13.0
Recovery Management Team reviews plan.
Director IT has plan approved by Directors and Deans
Each team leader conducts awareness training with all IT Staff in their area.
Team Leaders ensures readiness responsibilities are completed or scheduled
for completion.
Director IT distributes plan to selected areas of campus.
System Recovery Plan is signed off and transferred to operations.
SRP Testing Schedule
Team leaders of each recover team are responsible for:
•
Developing a test plan for their area.
•
Periodically conducting tests to ensure recovery capability.
•
Documenting and reporting results of tests to Director IT.
The plan must be tested annually prior to the annual review by the Recovery
Management Team. It will also be tested anytime a new system is added to the
recovery plan.
14.0
SRP Maintenance
The Systems Recovery Plan maintenance will be the responsibility of the
Facilities Manager, Information Technology department. The plan will be
updated annually or whenever IT systems have significantly changed. Also on an
annual basis, a reassessment of risks and an update of the Risk Mitigation plan
will be undertaken. The Recovery Management Team will review the SRP
annually.
System Recovery Plan
Page: 19
12-Jan-06
APPENDIX A
Application and System Recovery Priority
Note: if the plan is activated, then systems lower in priority may be taken out of service
if it will allow a system higher in priority to be restored to service. When considering
systems for replacement, the system with the lowest priority capable of restoring
functionality will be used.
Priority
1.
2.
3.
4.
5.
6.
7.
8.
9.
10.
11.
12.
13.
14.
15.
16.
17.
18.
19.
20.
21.
22.
23.
24.
25.
26.
27.
28.
Application or Service
Network Connectivity (including Firewall)
Telephone Services
Domain Naming System/Dynamic Hardware
Control Protocol (DNS/DHCP)
Lightweight Directory Access Protocol (LDAP)
authentication system
Microsoft Active Directory authentication
Storage Area Networks (SANS)
Tape Backup
Email
Web Services
Oracle/Banner
WebCT student examination system
Library (Innopac)
File Services
Print Services
Databases (MS-SQL, my-SQL, Filemaker pro)
Key Server, FlexLM
Roaming Profiles
Project Server
Calendar
Modern Language
MS Sharepoint
Anti-Virus Mail-Gateway/Servers
AntiVirus Desktops
System Monitor (big brother)
PC-labs Restore/Boot
MS Updates
External Windows Internet Naming Server
(Wins)
Research Servers
System Recovery Plan
Page: 20
12-Jan-06
APPENDIX B
Recovery Teams Contact List
Recovery Management Team
Position
Team Leader
Director
Backup Team Leader
Assoc Director
Team Members
Assoc Director
Facilities Manager
Telecom Manager
Internet Services Manager
Data Services Manager
Individual
Calvin Barnes
Phone Numbers
Work
Cell
329-2718
393-4469
Home
381-6794
Judy Seleski
329-2743
394-8982
329-9281
Judy Seleski
Craig Bullock
Terry Kirkvold
Russ Wilton
Doran Anderson
329-2743
329-2641
329-2720
329-2525
329-2034
394-8982
NA
315-4460
NA
332-0551
329-9281
752-4075
381-7476
328-7908
381-6851
Terry Kirkvold
Phone Numbers
Work
Cell
329-2718
393-4469
Home
381-6794
Craig Bullock
329-2641
NA
752-4075
Craig Bullock
Jeff Oliver
Frank Tuttle
Keith Knowles
329-2641
329-5162
329-2129
329-2129
NA
315-4461
315-4462
330-4424
752-4075
381-3770
Facilities Recovery Team
Position
Team Leader
Telecom Manager
Backup Team Leader
Facilities Manager
Team Members
Facilities Manager
Network Analyst
Telecom Electrician
Telecom Technician
Physical Plant Person
Individual
Server Recovery Team
Position
Team Leader
Internet Services Manager
Backup Team Leader
Data Services Manager
Team Members
Data Services Manager
Facilities Manager
System Support Specialist
System Support Specialist
System Support Specialist
System Support Specialist
System Recovery Plan
Individual
Russ Wilton
Phone Numbers
Work
Cell
329-2525
NA
Home
328-7908
Doran Anderson
329-2034
332-0551
381-6851
Doran Anderson
Craig Bullock
Rob Johnson
Jeremiah Merkl
John Bronk
Van Duong
329-2034
329-2641
380-1826
380-1890
329-2178
382-7123
332-0551
NA
NA
NA
NA
332-1166
381-6851
752-4075
329-0441
328-7517
380-2124
Page: 21
12-Jan-06
Desktop Services Recovery Team
Position
Team Leader
Assoc Director
Backup Team Leader
Facilities Manager
Team Members
Facilities Manager
Lab Supervisor
Desktop Team Lead
Help Desk Team Lead
Individual
Judy Seleski
Phone Numbers
Work
Cell
329-2743
394-8982
Home
329-9281
Craig Bullock
329-2641
NA
752-4075
Craig Bullock
Will Northgrave
Chris Robinson
Kathy Lee
329-2641
329-5125
329-2135
329-2136
NA
392-4265
308-5998
328-6893
752-4075
320-0725
380-3821
330-9385
Network and Telephone Systems Recovery Team
Position
Team Leader
Telecom Manager
Backup Team Leader
Internet Services Manager
Team Members
Internet Services Manager
Network Analyst
Telecom Electrician
Telecom Technician
System Recovery Plan
Individual
Terry Kirkvold
Phone Numbers
Work
Cell
329-2718
393-4469
Home
381-6794
Russ Wilton
329-2525
NA
328-7908
Russ Wilton
Jeff Oliver
Frank Tuttle
Keith Knowles
329-2525
329-5162
329-2129
329-2129
NA
315-4461
315-4462
330-4424
328-7908
381-3770
Page: 22
12-Jan-06
APPENDIX C
Incident Response Form
The purpose of this form is to accurately log events, vendor responses, and other
important data that can be used in the incident review and to support future improvements
in the recovery process.
Description of Event:
Document Creator:
Action
Signature:
Date/Time
Comments/Results
Summary & Suggestions for Improvements:
Reviewed by Team Lead:
Signature:
________________________________
________________________________
Date
Reviewed by Recovery Management team:
Signature:
________________________________
________________________________
Date
System Recovery Plan
Page: 23
12-Jan-06
APPENDIX D
Service Agreements
#
01
Description
Dell Computer
Warranty
Vendor
Dell
02
Tape Robot
Service
Agreement
Network Storage
Service
Agreement
CareFactor
04
UPS Service
Agreement
E5 Group
05
Periphonics
Interactive Voice
Response System
Innopac Library
System
Nortel
Networks
Innovative
Interfaces
Inc.
Acct Rep:
- Cordell Caldwell
- 604-761-5242
Support
- www.netapp.com
- 888-4NETAPP
Support
- Charlie Fremont
- 403-243-8397 ext 108
Acct Mgr:
- Melanie Rizopoulos
- 631-285-2375
U of L Library Systems
- Leona Jacobs
- (403) 329-2008
Data Centre Coldsite Agreement
Lethbridge
Community
College
LCC IT Director
- Bob Ivison
- (403) 320-3397
03
06
07
System Recovery Plan
Contact Information
Acct Rep:
- Bruce Davis
- tel 403-246-5540
- cell 403-669-0479
- Bruce_davis@dell.com
Support:
- 800-387-5757
Service Rep
- Gordon Laberee
Notes
- Information regarding warranty
expiration date, hardware
configuration, etc, is stored in the
Assets and Systems Management
Database.
- Contract # 031006
- 800-465-1697
Network
Appliance
Page: 24
- Information about these storage
devices are stored in the Assets and
Systems Management Database.
- Manuals on the APC
PowerStrucXure unit are located in
D578
- Site ID 1163473
- The Department of Information
Technology supplies the hardware
and hardware support, with
Innovative Interfaces supplying the
software and software support.
- Agreement is stored in IT
Reception Area and in Fire Safes
12-Jan-06